Customer Service & Implementation Specialist

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: TYPE OF WORK

Full Time

: SALARY

N/A

: HOURS PER WEEK

40

: DATE UPDATED

Aug 2, 2026

JOB OVERVIEW

Customer Service & Implementation Specialist
Location
Remote – Philippines
Employment Type
Remote Full-Time (8 hours per day, 40 hours per week)
Time Zone: United States, Eastern Standard Time (EST)
Position Overview
Journey is seeking an experienced Customer Service & Implementation Specialist who is experienced in working with American tech companies, working with CRMs for customer service and support experience.
This is a highly customer-facing position responsible for guiding customers throughout their entire Journey experience: from implementation and onboarding to training, customer success, and ongoing technical support.
The successful candidate will be a confident communicator who can build trusted relationships with executive directors, company owners, and senior leadership within senior living and home care organizations throughout the United States.
This position is ideal for someone who enjoys solving problems, training users, managing customer relationships, and helping customers achieve long-term success.

Key Responsibilities
Customer Onboarding
Coordinate new customer implementations
Configure customer environments
Assist with data migration activities
Manage implementation timelines
Ensure a smooth transition from Sales to Customer Success
Customer Training
Deliver virtual training sessions for administrators and end users
Develop customer training plans
Create and maintain training documentation
Ensure customers understand Journey's features and best practices
Customer Success
Build long-term relationships with assigned customer accounts
Conduct regular customer check-ins
Monitor customer thoughts and product adoption
Identify opportunities to improve customer engagement
Promote customer satisfaction and retention
Technical Support
Respond to customer inquiries through email, phone, and virtual meetings
Troubleshoot software issues
Document and track support cases
Escalate technical issues to Engineering when appropriate
Communicate resolutions clearly and professionally

Account Management
Manage a portfolio of customer accounts
Maintain regular communication with customers
Understand customer goals and business challenges
Ensure customers receive timely follow-up and support
Cross-Functional Collaboration
Work closely with Product and Engineering teams
Share customer feedback and product enhancement recommendations
Support internal testing and product releases when required
Required Qualifications
Minimum four (4) years of customer service experience within a tech or Software as a Service (SaaS) company
Excellent spoken and written English
Outstanding interpersonal and communication skills
Strong presentation and virtual training abilities
Experience onboarding and training software customers
Experience managing multiple customer accounts simultaneously
Strong troubleshooting and problem-solving skills
Comfortable speaking with executive-level customers and decision-makers
Highly organized with exceptional attention to detail
Ability to work independently in a fully remote environment
Preferred Qualifications
Customer Success experience in a Tech company
Software as a Service (Saas) implementation experience
CRM software experience
Account Management experience
Technical Support experience
Training or instructional experience
Experience supporting North American customers
Experience working with Google Workspace, CRM platforms, and cloud-based software
Healthcare, senior living, home care, or property management software experience is highly desirable
Success Measures
Success in this role will be measured by:
Customer satisfaction (CSAT)
Customer onboarding success
Time-to-implementation
Customer retention
Product adoption
Training effectiveness
Support responsiveness
Resolution quality
Customer relationship management
What Success Looks Like
Successful Customer Success & Implementation Specialists:
Build trusted relationships with customers
Deliver exceptional onboarding experiences
Resolve customer issues with professionalism and urgency
Help customers maximize the value of Journey
Maintain high customer satisfaction and retention
Represent Journey with professionalism, empathy, and integrity
What We're Looking For
We are looking for someone who is:
Passionate about helping customers succeed
Technically curious and comfortable learning new software
Professional and confident when speaking with executives
Organized and dependable
Patient, empathetic, and solution-oriented
Able to manage multiple priorities without sacrificing quality
Committed to delivering an exceptional customer experience
About Journey
Journey is a Tech Company: A purpose-built CRM and growth platform designed specifically for senior living and home care providers across North America.
Built by industry professionals with decades of experience serving the senior living and home care industries, Journey helps organizations improve occupancy, streamline operations, strengthen customer engagement, and deliver exceptional customer experiences.
At Journey, we believe in putting our customers first, our team second, and ourselves a distant third. Every member of our team plays a critical role in helping our customers succeed.

SKILL REQUIREMENT

Customer Support Customer Service Onboarding

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Customer Service & Implementation Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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